Flight Tickets – terms and conditions (1.0 version)
MAKING FLIGHTS RESERVATION, PURCHASE OF FLIGHT TICKETS, PAYMENT METHODS AND DELIVERY OF FLIGHT TICKETS, INVOICES
- In case of airlines which are members of IATA (International Air Transport Association), lucky2go acts as an agent of those airlines, and respective airlines, for and on behalf of which acts lucky2go, perform services for the User and shall be liable for non-performance or improper performance of the flights. The name of the respective airline is each time indicated during the reservation process and also on the flight ticket delivered to the User.
- In case of low-cost airlines lucky2go acts as an intermediary proceeding actual transaction of ticket purchase directly at those airlines, on behalf of the User and strictly according to the User’s order placed through the Reservation System or via Call Center. Performance of the service and processing complaints is subject to the general terms of the respective carriers indicated during the transaction process.
- In case of charter flights organized by tour operator lucky2go acts as an agent and makes available conditions set out by the organizer of the flight. The organizer of the flight shall be liable for non-performance or improper performance of the charter flight service.
- The party of transport agreement providing air transport service which constitutes the subject of the agreement is each time specifically indicated and defined in the offer. Agreement mentioned above is concluded and performed through lucky2go website based on general conditions of the respective carrier and according to the air fares of this carrier.
- Reservation inquiry
The User makes reservation by choosing one of the options of flight connections suggested by the System and by filling in necessary data in the personal data form.
- Confirmation of order and change of price:
- The User receives confirmation of order at the provided e-mail address which comprises reservation number, information about chosen flight connection, total price of the flight ticket and the method of payment. The price of the ticket is denominated in PLN or other currency chosen in the order. The price includes in particular: net tariff, airport charge, non-refundable service fee for the issuance of the ticket. Until the payment for preliminary made reservation is received by lucky2go, the price of the ticket is not guaranteed. The service is purchased on behalf of the Customer at the Carrier at the price available in the Reservation System at the moment of receipt of the payment.
- Before making the payment the User shall check reservation data and information concerning the date of payment in order to purchase the ticket in the price indicated upon searching the website.
- Purchase of flight ticket
- The User can purchase flight ticket providing that all personal data he entered into the Reservation System are true. Before purchasing flight ticket the User is obliged to read and accept this Terms and Conditions and read tariff terms and conditions referring to the chosen by the User flight connection. For operations connected with the issuance of the ticket, lucky2go charges non-refundable service fee in the amount specified with respect to the particular flight and other payments (for example taxes specified in the transaction).
- Following the conditions of the tariff, the User will be able to choose the most price profitable flight connection and also minimize costs in case of cancellation of the ticket.
- If the price differs considerably from the expected price, it is supposedly due to the fact that the economic seats are fully booked. In that event please check the prices available on the neighbouring dates of departure and return.
- After receiving reservation order, lucky2go may contact the User in order to verify User’s data and to confirm the offer. If it is impossible to contact the User, lucky2go completes the reservation according to the order after receiving the payment in amount covering at least the price of the ticket, associated additional services requested by the User and the service fee.
- If the trip requires extra services (e.g. special meal, points granted in frequent flyer program, flight with an animal, excess luggage, assistance for disabled passenger, baby’s accessories or other) please contact us via telephone or via e-mail. As far as possible, passenger’s requests shall be considered by the airlines.
- lucky2go reserves the right to refuse to issue a ticket in case if the tariff chosen by the User does not comply with its purpose according to the sale conditions within the offer or there are other justified limitations in the agreements between the airlines over which Lycky2go has no control. Non-compliance of the tariff with its purpose refers above all, but not exclusively, to false statements of the User regarding credits, age etc. affecting ticket price or to infringement of other tariff terms defined by the Carrier over which lucky2go has no control. The User is informed about the tariff terms during reservation process and shall read them before making reservation.
- Methods of payment:
- Following payment methods for purchased flight tickets are accepted on www.lucky2go.com website:
- payment with electronic payment instrument,
- bank transfer,
- cash deposit,
- payment through a national payment institution which offer was made available by lucky2go on its website and on terms stipulated by this institution
- The choice of preferred payment method is made by the User in personal data form in the Reservation System.
- Payment for „Low Cost” tickets purchased on-line can be made solely with the electronic payment instrument during the process of online transaction or by bank transfer (if such service was checked in the reservation form or requested in Call Center) – the payment shall be made immediately, due to the possibility that the price will be changed by the airline.
- Bank transfer for flight tickets booked at www.lucky2go.com can be made at least 2 days in advance. Choosing “bank transfer” as payment method, User is obliged to make due payment for purchased tickets within 24 hours from booking time.
- Bank tansfers and cash deposits are to be transfered on the following bank accounts:
eSky.pl S.A., pl. Jagielloński 8.; 26-600 Radom,
Bank PKO BP S.A., account number: 46 1020 4317 0000 5002 0129 4206
- User’s (Passenger’s) name as well as booking number have to be stated on the transfer. Flight tickets paid by transfer or by cash deposit are issued by lucky2go on the date of booking the correct amount for flight tickets on the above mentioned account number - booking has to be made before 8 pm. This doesn’t concern holidays - a proper information is published on agency’s website. Attention! Airlines may limit possibility to issue tickets up to 72h from the reservation date or up to 24h or less in case of particular tickets with special tariffs. If lucky2go does not receive payment in the term and in the amount enabling purchase of the ticket within limitations defined by the airlines User’s reservation can be cancelled. lucky2go is not liable for cancellation of User’s reservations caused by the delayed payments made after term indicated in this Terms and Conditions and individual information provided to the User. Considering frequent changes of prices, lucky2go recommends choosing payment with payment card during reservation process.
- Payment with electronic payment instrument:
- The User of on-line flight ticket Reservation System can make payment using VISA, Euro card, MasterCard, Diners Club, American Express payment cards or other payment instrument referred to in Payment Service Act (Journal of Law from 2011, No. 199, item 1175 as amended)
- Purchase transaction with the use of electronic payment instrument is safe.
- By choosing „payment card” as payment method the User shall fill in personal data form fields defining data of used payment card (such as: card type, card number and validity date). After reservation is made, payment card is automatically authorized by the Reservation System in order by phone system and charged with the due amount of purchased flight tickets. Attention! Giving incorrect data of payment card (such as card number or validity dage) results in rejection of the inquiry by the Reservation System.
- Payment card is charged in two transactions. The ticket price net plus airport charges is charged by the airline. The amount of service fee is charged by lucky2go. lucky2go reserves the right to charge the due amount in one charge.
- Flight ticket form
lucky2go issues tickets in the electronic form.
- Delivery of electronic flight ticket
Flight tickets purchased on www.lucky2go.com are delivered to the email addresses indicated in personal data form in the Reservation System or provided during the purchase process via Call Center.
- Cancellation of reservation by fault of the Carrier:
- lucky2go shall not be liable for changes in Users’ reservations and cancellations of those reservations made by the airlines without lucky2go’s involvement. Information about possible changes in reservation is sent by lucky2go to the email address provided in the personal data form or is passed over via phone on provided telephone number.
- All claims resulting from cancellation or changes made by the airlines including delays of the flights, shall be addressed to the respective airlines. Airlines are liable on the basis of Warsaw Convention and Montreal Convention.
- Return of the flight ticket:
- The User has right to return the flight ticket purchased on www.lucky2go.com under the condition that the return is made before the date defined as the departure date and if it is allowed according to the flight ticket tariff conditions of which are set by the airline and which the User shall read before making flight ticket purchase. By the return of the ticket, the penalty fee is charged in the amount defined by the airline. In case of disagreement between the parties indicated as passengers regarding return of the ticket, the declaration of intent of the party making the payment shall prevail unless, by making reservation, parties making the payment within one reservation were clearly indicated.
- In order to return electronic ticket, the User shall contact Call Center.
- Depending on the payment method return of the amount due to the User for the returned flight ticket is made directly to the bank account of the User or to the account of the payment card within 7 days from the date the amount due from the airline is received by lucky2go. The return date is considered to be the date when money is debited from lucky2go’s bank account.
- Changes in the reservation
- Any modification to the reservation shall be reported to us via the Call Centre or a contact form available on our website: If there is less than 48h left to the flight, it is necessary to contact the Call Centre.
- The price depends on the statutory rates of the airline operating a given flight. The total cost of a change in the reservation includes:
- a standard charge for a change or an additional service (which is comprised of a charge for ticket modification pursuant to the terms and conditions and the table of fees of a given airline, as well as of a non-refundable service fee for modifying the order or ordering an additional service)
- the difference in tariff prices (a difference of costs between the initial price of a ticket and its price at the moment of the change)
- the difference in taxes and airport charges (a potential difference in costs between the initial value of taxes and charges and their value at the moment of the change).
- The Client can pay with a payment card, via transfer or make a cash payment in a bank to account. Payment with a payment card should be made via Call Centre. In the case of a transfer payment, the Client receives an email with a confirmation of changes, which includes: the details of the reservation (the reservation number, passengers’ details, information about the connection and additional services), payment information and the cost of the change.
| Table of service fees for extra services added to an already purchased ticket (in EUR:) |
| Change |
SF per person |
| Change of ticket (date, route, direction, passenger’s details) |
12 |
| Cancellation of ticket on customer request |
12 |
| Adding checked-in luggage or special luggage |
8 |
| Special assistance (for example unaccompanied children |
6 |
| Allocation of a particular seat |
8 |
| Special meal |
6 |
| Transport of animals |
7 |
| Priority boarding |
7 |
| Other additional services which the airline offers on passenger's demand |
7 |
| Check-in online / issuing the boarding card |
7 |
- Promotional tariffs – limitation of liability:
Some promotional tariffs available in the Reservation System have strictly defined conditions of making reservations and issuing flight tickets. It refers in particular to tariffs which shall be booked and purchased at least 3, 7 or 14 days in advance. Non-compliance with these conditions may result in change of price of a flight ticket. lucky2go reserves the right to cancel reservation of the User made 3, 7 or 14 days before the departure date in case if the purchase time limit defined in the tariff conditions provided by the Carrier is exceeded by the User. The airline may request prior issuance of the ticket. In such an event the User will be informed about the requested purchase date via e-mail at the provided email address.
- Combined Flights
- General Provisions
- Booking Combined Flights is one of the services provided to the Users in the Booking System. A flight marked as a ’Combined Flight’ consists of at least two flight connections with transfer(s), operated by one or more Carriers, where each flight is considered a separate service and the Carriers do not cooperate in organizing such flights (‘Combined Flight’). The combination of flights searched through the Booking System under the Combined Flight service shall be hereinafter referred to as ’Travel’.
- Purchasing a ticket for a Combined Flight means purchasing more than one flight ticket involving a few transfer flights for which the User receives separate plane tickets with one or more carriers under a single transaction process in the Booking System. The total tickets purchased for a given Combined Flight Travel is not a single combined air ticket for individual flights as part of the Travel.
- Purchase of separate tickets for each flight under a Combined Flight by the User and the fact that there may be short transfer periods between individual air connections (depending on the search parameters indicated by the User and the availability of flights in the Booking System) may potentially be subject to the risk of cancellation, delay or change of flight time and the resulting inability to use another connection(s) for the Travel.
- The availability of Combined Flights in different combinations depends on the availability of flight tickets with respective carriers as well as on the criteria laid out by the User himself in the Booking System.
- When search results show the information about a Combined Flight, the Booking System provides additional protection for such flights as part of the Travel, which means that after purchasing tickets for this Travel, the User will receive required assistance for the proper completion of the Travel from lucky2go on the terms set out below (hereinafter referred to as ’2go Shield’):
- The basics of using 2go Shield:
- The User may use the 2go Shield if one of the connections as part of the Travel is cancelled, delayed or the flight time has been changed, resulting in the User's inability to make the planned transfer as part of the Travel or to reach the Travel destination.
- If lucky2go receives information of the cancellation, delay or change of time of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel, lucky2go shall immediately notify the User by phone (using the telephone number indicated in the booking process) of the possibilities available to him through 2go Shield to complete the planned Travel or refund the Combined Flight ticket price on the terms set out below.
- The telephone information shall be provided to the User who indicated his current and correct contact details in the Combined Flight booking process. Providing information to this User means that all other participants of the Travel using the Combined Flight ticket have been notified.
- If it is impossible to contact by phone the User who indicated his contact details in the Combined Flight booking process (lucky2go makes three attempts to contact the User by phone after obtaining the above-mentioned information about the Travel), a notification shall be sent to the e-mail address indicated in the Combined Flight booking process to confirm that lucky2go made the contact attempts and the User is unable to carry out the Travel, including the use of 2go Shield.
- Sending an e-mail notification in accordance with the procedure set out above means that the User has been notified of the cancellation, delay or change of time of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel.
- If the User receives information of the cancellation, delay or change of time of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel, the User shall notify lucky2go that he is unable to use the next connection as part of the Travel and the reasons for this on the following terms:
- If, earlier than 48 hours before the planned beginning of the Travel, the User learns about the cancellation, delay or change of time of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel, the User may use 2go Shield, only when he immediately notifies lucky2go by phone, no later than within 12 hours from the moment the User receives such information.
- If, later than 48 hours before the planned beginning of the Travel, the User learns about the cancellation, delay or change of time of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel, the User may use 2go Shield, only when he immediately notifies lucky2go by phone, no later than within 1 hour from the moment the User receives such information.
- Failure to notify lucky2go of the aforementioned dates shall result in failure to protect the Travel by 2go Shield.
- lucky2go accepts notifications from Users 24 hours a day, 7 days a week. Notifications are accepted by phone using the telephone number indicated in the ’Contact‘ tab on the lucky2go website. Outside of the hours indicated on the lucky2go website, the User service is available at +44 808 168 93 99 in English.
- The User shall have the right to use 2go Shield only if he exercises due diligence that can be expected from him to make it to each successive connection available as part of the Travel, even if there has been a cancellation, delay or change of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel.
- lucky2go reserves the right to verify and determine the times of arrival and departure of aircraft and the time available for transfers between connections based on the systems used by luck2go and on data in the GDS booking system or at www.flightstats.com website.
- The scope of assistance available to the User under 2go Shield:
- Having received information from the User authorized to use 2go Shield of a cancellation, delay or change of time of at least one of the Combined Flight connections, resulting in the inability to carry out the Travel, lucky2go shall notify the User of the available alternative connections, allowing the User to reach the Travel destination (hereinafter referred to as ’Alternative Connection‘).
- If the passenger loses the connection as a result of a cancellation, delay or change of time of at least one of the Combined Flight connections as part of a Travel that has already begun, resulting in the inability to carry out the Travel, the User shall have the right to choose:
- An Alternative Connection offered by lucky2go within the time similar to the originally planned Travel at the expense of lucky2go, provided that the costs of tickets for the Alternative Connection indicated by luck2go will not exceed the reasonable cost of the lost connection as part of the Travel (‘Limit‘). If the Alternative Connection chosen by the User exceeds the Limit, about which was properly informed, the User shall pay the extra costs i.e. the difference between the amount within the Limit and the final total ticket price.
- If the Alternative Connection offered by lucky2go guarantees arrival at the point of destination not later than 24 hours after the originally planned time of the Travel, the rejection of the Travel under the Alternative Connection by the User shall result in the loss of the right to use 2go Shield.
- If the Alternative Connection does not guarantee arrival to the point of destination not later than 24 hours after the originally planned time of the Travel and the User rejects the Alternative Connection proposed by lucky2go, the User shall be authorized to receive a refund for all unrealized sections of the Travel instead of reimbursement of the Alternative Connection costs. To receive the refund of the Combined Flight amount, the User must submit evidence confirming that the cancellation, delay or change of time of at least one of the Combined Flight connections, prevented him from completing the Travel; the evidence shall be the basis for lucky2go to decide whether the refund can be granted.
- If at least one of the Combined Flight connections is cancelled, delayed or the time of at least one of the Combined Flight connections is changed, resulting in the inability to carry out the Travel before it begins, and reported on the terms set out above, the User shall have the right to:
- An Alternative Connection guaranteeing that the point of destination or point ending the Travel (depending on which section is cancelled) is reached not later than 24 hours after the originally planned time of reaching such a point, carried out at the expense of lucky2go, provided that the value of such an Alternative Connection does not exceed twice the original price of the ticket purchased for the section covered by the Alternative Connection, and at the same time does not exceed the total price of the Combined Flight ticket. In each case when the cost of Alternative Connection exceeds twice the original price of the ticket purchased for the section covered by the Alternative Connection lucky2go shall inform the User.
- A refund provided by lucky2go of the total price of the Combined Flight instead of refunding the costs of individual Alternative Connections if the value of the Alternative Connection exceeds the total price of the Combined Flight or arrival to the point of destination exceeds 24 hours in relation to the originally planned time of arrival.
- If at least one of the Combined Flight connections is cancelled, delayed or the time of at least one of the Combined Flight connections is changed, resulting in the inability to carry out the Travel before it begins, and reported on the terms set out above, the User shall have the right to:
- One night at a hotel realised through and at the expense of lucky2go or, if accommodation through lucky2go is impossible, a refund of the costs of accommodation made personally by the User, up to €100 for a single room and/or up to €125 for a double room, based on the documents submitted to confirm the payment and the service obtained from the hotel.
- A refund of transport costs (according to the four people per taxi principle) on the route to/from the hotel/airport to the amount of €50 based on the documents confirming the payment and the transport service.
- A refund of meal costs up to a total of €25 per person, based on the documents submitted to confirm the payment for a meal.
- lucky2go shall send to the e-mail address provided by the User in the Combined Flight booking process a confirmation of the User's decision to use or not to use the Alternative Connection offered by lucky2go under 2go Shield.
- Any refund of costs incurred and documented by the User shall be made by lucky2go in accordance with the chosen form of payment. In the case of refunds made directly by the airline to the User to his payment card account indicated in the Booking System, the refund amount established through 2go Shield shall be reduced by any amount refunded directly to the User by the airline at particular stages of 2go Shield service, up to the Combined Flight value.
- Refund of the amounts payable to the User on the terms set out above shall be made within 21 days of sending the notification specified in par. III.5.
- 2go Shield shall not include any other costs than those described above, in particular it shall not include transport and meal costs resulting from a delay, cancellation or change of time of at least one of the Combined Flight connections which the User decided to incur as part of the Alternative Connection.
- If the cost of the Alternative Connection chosen by the User and additional services set out above exceeds the Limit established by lucky2go, about which was properly informed, the User shall bear the extra costs.
- In order to use 2go Shield, the User may be required to take certain actions, as indicated by a lucky2go consultant e.g. to report to a specific point of the airport in order to settle the formalities related to exchanging the unused ticket and continuing the Travel. Failure to take the actions indicated by the lucky2go consultant shall prevent the use of 2go Shield.
- If the airline and/or the airport ensured or is required to ensure an alternative connection or other services set out in these Terms (such as transport, meals) to the User, lucky2go shall be released from the obligation to cover the costs of any services, and 2go Shield shall not apply.
- Any loss of luggage occurring for reasons beyond the control of lucky2go shall not result in the inability to carry out the Travel and shall not authorize the use of 2go Shield.
- Individual purchase/exchange of the ticket by the User without involving lucky2go, shall prevent the User from using 2go Shield.
- 2go Shield shall not apply if the cancellation, delay or change of time of at least one of the Combined Flight connections was caused by force majeure.
- The User shall not be authorized to use 2go Shield after the end of the Travel.
- 2go Shield shall not apply when the Carrier makes a mass cancellation of flights; a mass cancellation is considered a situation when the Carrier cancels or plans to cancel at least five flights from its planned flight schedule on one day.
- In order to use 2go Shield, the User is required to cooperate with lucky2go, in particular to submit all documents and information as requested by lucky2go consultants.
- Additional services offered during the transaction process:
- Other services available via the Booking System of the Call Centre allow the Users to book additional services subject to fees indicated during the transaction process.
- An lucky2go service package, called Assistant, is a flate-rate service fee for one or more changes in the ticket made via the Call Centre, which include: assistance in making changes a the ticket, assistance in returning a ticket, ordering special luggage or animal transport, ordering a special meal or assistance for children. The terms of making changes and returns, indicated in Chapter I, paragraph 12 and 13 of these Terms and Conditions, apply. To dispel any doubts, in case there is an additional charge for the services listed in the table of service fees included in these Terms and Conditions but the User has purchased Assistant, the User needs to pay the service fee only for those services which are not included in the Assistant flate-rate service fee. By purchasing the Assistant service, the User is exempt from paying service fees charged by lucky2go indicated in the table of service fees for additional services to changes in a purchased ticket; if an airline charges a fee for changes/returns/additional services in keeping with the conditions of the tariff, the User is obliged to pay for the service as indicated by the airline. lucky2go informs that the provision of an additional service or a modification in a purchased ticket requires acceptance from the airline in order to be valid. In case an airline does not accept a given service or modification of a ticket, it cannot be processed.
- Online check-in enables to check-in in the electrical system of particular airlines for the purchased Airline Ticket if such a possibility is provided in the booking process. As part of the online check-in, the generated boarding pass is sent to the e-mail address provided by the User during the booking process. The boarding pass is sent within a time enabling proper use of the transport service. Some airlines may oblige the User to provide additional information not available in the booking process for the purpose of check-in. The User is obliged to provide current contact details, such as e-mail address and phone number, in order to enable contact, especially directly before the flight. The lack of contact details, providing contact details to online check-in less than 48 hours before the planned departure, providing inaccurate or incomplete contact details, not answering phone calls from eSky may prevent online check-in and may be associated with additional fees specified by the airlines or with lack of possibility to carry out transport services.
- A safe ticket – in case a flight is delayed or cancelled, after analysing the details of the User's flight, lucky2go will inform the User about which entity to address in order to receive appropriate compensation. At the same time, pursuant to Regulation (EC) No 261/2004 of the European Parliament and of the Council, lucky2go informs that the User is entitled to make claims and file applications directly with the airline operating a flight in order to receive a full (where applicable) compensation, to which a passenger may be entitled.
